FEBRUARY, 2007
Newsletter
Different Generations; Different Work Approaches
There are few offices, regardless of size, that are not working with a combination of two or more age groups/generations in various positions. The multi-generation office is not limited to family members of different generations but includes the entire workforce in all positions in the office. I’ve often found that the inability to understand each age group creates unnecessary work stress and communication problems. These communication problems often extend to the clients that are also from different age groups.
For the next few issues, I’m going to give you a quick lesson on the different generations. Each will address some specific issues that result in particular business styles. Understanding the differences helps us find the ways to reach common ground for the advancement of the business.
Traditionalists were born between 1900 and 1945; their world was shaped by two world wars, a nationwide economic depression and a stoic approach to life. Their belief system didn’t question authority and work enjoyment was rarely considered – you did what you had to do and enjoying it was a pleasant by-product.
This group is loyal, they are authoritarian – that military style of ‘command and control’.
Command: ‘Orders’ are given, followed and no questions asked. Control: There are rules – right way and wrong way – to accomplish a task and there are checks and balances to make sure the ‘right way’ is used. Rank or position is very important – again, the military style – they need recognition of their titles and positions.
This group is also fiercely independent. It is extremely difficult for them to ask for or accept ‘help’. That independence also makes them bristle when someone younger starts telling them how to improve. It is much more productive to approach them with an offer to assist – and emphasize the desire to learn from them as part of that assistance.
Their style of management is ‘no news is good news’ – again, the military influence. When a person is doing what they are suppose to be doing or even more they don’t think to recognize that behavior. The fact they are not criticizing is to be accepted as recognition of a good job.
Retirement is their reward for all the time they put in working hard at a job that may or may not have been their chosen profession. Because they came through very hard economic times they can be very cautious with their money; they want to make sure it will last and that there will be funds for those unexpected situations.
In the work environment some keys to a better work relationship with a Traditionalist are:
1) Recognize their seniority, their achievements and their title/positions. If there is a title, use it in written correspondence and when introducing them to someone else.
2) Watch your language. They are not as accepting of cursing or ‘street terms’ in the office.
3) Do your homework. If you are presenting an idea or working on a project or being presented with a new project they will often ‘test’ you to make sure you are capable. In addition, don’t try to ‘wing it’; they have probably already handled a similar situation and know the ‘right answer’; bluffing your way will reduce your credibility for now and the future. Be prepared to respond to their concerns.
4) Determine their level of technological sophistication before you start talking ‘tech talk’ to them. Some have become quite technology proficient but many are still at a very basic level. Start out carefully and ask for their feedback to determine if you can speak in a higher technology level without causing them to look ‘outdated’.
They have a great deal of experience that can be invaluable to the business. Don’t try to push them out before getting their help in imparting that knowledge on others. They can help you run your business on a fast track instead of being on the sidelines while you are inventing that new device called a ‘wheel’.
Practical Tip beginning February, 2007
Each month we will post a simple little tip you can practice for the next 30 days. Try them out and see if they don't improve your communication, relationships and work life!
Can you tell me more about that?
Communication is the skill of listening; it has very little to do with talking. Have you ever talked to someone and realized ‘they just don’t get it.’ For example – trying to explain that you are property and casualty insurance; not life, health, benefits or vice versa and then have them continue to talk about the side you know nothing about. Or tell the customer service person that you have already performed the diagnostic steps and the problem is still there; then they proceed to try to walk you through the diagnostic steps again!
One solution is: clarify, carefully and courteously. The wrong choice of words or the wrong tone of voice will have the opposite result. Two people are discussing an event and after the comments of one the other person says: “What do you mean by that?” – with the wrong tone of voice, that becomes a judgment of the first person and they are either going to become defensive or stop talking all together. A better choice of words might be: “Can you tell me more about why you had that reaction?” You are asking for more information, clarification and you are likely to get a better picture of the situation.
Try it with clients. Adding “can you tell me more about that” to your conversations may help you uncover expectations you didn’t know existed. It might result in educating the client about an issue that will develop the relationship that isn’t going to be broken just for price.
For the next 30 days, try asking: ‘can you tell me more about that’ – even when you are sure you know what the other person meant or said.
READ MARCH / APRIL, 2007 PRACTICAL TIP
Contact
Trillium Advisors, LLC